Senior Business Program Manager, Operations Customer Strategy

Job Description

• Ops Customer Strategy is a strategic role responsible for developing and implementing the overall Customer strategy for operational controllables within Waymo's Operations team. • Develop and implement a comprehensive customer strategy that aligns with product timeline and requirements. Drive global growth and profitability across markets by driving commercialization, ensuring operational excellence, addressing operational inefficiencies, and developing innovative solutions to enhance the organization's operational capabilities. • Develop the customer roadmap journey that reflects their preferences and goals from the provided service. Ensure customer strategy is being shaped to account for emerging trends, both locally and nationally. Provide distinct customer experience to drive organic growth, increase loyalty, and create long-term value. • Ensure that strategic programs and systems meet defined quality standards through consistent control processes, such as, conducting market research, documenting project activities, and maintaining high-level deliverables for leadership delivery. • Identify and mitigate higher risk areas on rider, community and customer interactions operational risks by implementing robust risk management processes and prioritizing initiatives based on risk and event severity. • Work closely with Product, Engineering,Policy Legal and other operations teams to plan and implement operational improvements that support business growth. Develop plans for operational growth to support scalable operations • Build and maintain strong relationships with key stakeholders, including both internal and external partners. Identify new partnership opportunities and negotiate contracts to maximize value for the business • Partner with other operations teams to ensure fast response to safety and security threats to our riders and community, providing structured communication and reports of initiatives progress. • Proactively, anticipate, identify, and resolve challenges that may impair the organization's ability to meet its strategic, financial, and technical goals and drive prioritization of enablers for customer support improvement • Planning and presenting to executive leadership business objectives for Customer Support and operations Intelligence organization • Drive operations intelligence initiatives to improve customer and community experience, influencing cross-functional teams

Qualifications

• Bachelor's Degree in business or related fields • 10+ years of experience in operations strategy, with at least 5 years leading strategic initiatives within organization • Ability to motivate & lead teams, develop and execute strategies, and drive performance improvement • Ability to adapt to changing customer expectations and preferences, applying market trends and collected data • Excellent verbal and written communication skills, with the ability to articulate complex concepts to a variety of stakeholders, such as executives, employees, & customers • Analytical experience building and analyzing models using various statistical tools • Program management experience and ability to drive priorities / results

Benefits

• Health and wellness: Our people are at the heart of everything we do. At Waymo, you can enjoy top-notch medical, dental and vision insurance, mental wellness support, a Flexible Spending Account (FSA), a Health Saving Account (HSA), and special wellness programs. • Financial wellness: Your financial peace of mind is important to us. At Waymo, we offer a great compensation package, bonus opportunities, equity, a generous 401(k) plan, 1-on-1 financial coaching, a 529 College Savings Plan and lots of other perks and employee discounts. • Flexibility and time off: Take the time you need to relax and recharge. Enjoy the flexibility to work from another location for four weeks per year. We support an on-site or hybrid work model and offer remote working opportunities, paid time off, bereavement, sick, and parental leave. • Supporting families: When it comes to growing your family or caring for your loved ones, you have our full support. Enhanced leave options include paid parental leave (birthing parent gets 24 weeks of paid leave with up to 4 weeks of additional leave before their due date, and non-birthing parent gets 18 weeks of paid leave), and 20 days of subsidized backup childcare or adult/elder care.. Access to fertility care or adoption support as you grow your family. • Community and personal development: At Waymo, you'll find a range of opportunities to grow, connect, and give back. We offer education reimbursement, personal and professional development, mentorship, and other ways to connect through Employee Resource Groups (ERGs), other internal groups, and even time off to volunteer. • Cool perks: Access to Google offices, cafes, wellness centers, massages, and so much more. To support your wellbeing at home, you can enjoy at-home fitness and cooking classes, and more